Diagnose a common issue
Check telephony, speech detection, AI response delays and integrations before requesting help.
The bot does not receive calls
- Check the bot's REGISTER status.
- Review the latest OPTIONS request and response.
- Confirm the username, secret and SIP server.
- Check firewall rules and allowed addresses.
- Make a test call and record its exact time.
The call rings but the bot does not speak
Open conversation details. An AI initialisation error should appear with a user-friendly explanation. Check the selected model and try again: the runtime makes several timed attempts for transient outages.
The bot does not hear the caller
Listen to the recording to distinguish an audio issue from a transcription issue. Check the codec, RTP and speech detection settings. Do not disable inactivity protection without a comparative test.
A good telephony quality score does not guarantee a prompt AI response. With Gemini, BeAI restores silence omitted by the carrier so speech turns can be detected. If a phrase audible in the recording is still ignored, record its time and check advanced speech detection settings. Automatic defaults recognize short replies; a custom low sensitivity still takes priority. See Gemini Live: responsiveness and usage.
An integration fails
- Check its connection status.
- Use the available test or reconnect button.
- Check the external account permissions.
- Review the tool result in the conversation.
- Test a simple action before a complex scenario.
Information to provide to support
Prepare the conversation ID, bot, time with time zone, expected result and observed result. Never send a password, token or API key in a ticket or screenshot.